Director Customer Service Transformation

2 weeks ago

London, United Kingdom British Council Full time

Director Customer Service Transformation

**Date**:6 Sep 2023

**Location**: London, UKM, GB

**Company**:British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Purpose of the Role**:
This role will also lead and deliver a culture change programme to ensure colleagues more broadly ‘Think Customer’ first.

**Main Accountabilities**:
**Strategy & Planning**
To support delivery of the new English & Exams strategy, championing a customer-centric approach and leading Think Customer as the strategic change programme to establish and deliver a significant improvement in sales and service capability and performance across the business to generate improved customer experience, outcome and retention.
To continuously develop and enhance the Customer service strategy based on a thorough understanding of customer needs, to ensure the strategic direction and service channels deliver valuable outcomes for customers and meet/manage demand and improve the employee experience, productivity, and engagement.
To work with global product owners and regional leads to ensure the global business sales and customer service strategy is translated into global and regional plans and implemented accordingly, with tracking in place to manage impact.

**Leadership & Management**
Accountable for the transformation of our customer service capability, establishing and embedding a proactive and innovative customer service culture, continuous improvement and accountability for the delivery of customer service which will set the standard for customer experience within the sectors we operate in, enhancing perceptions of the British Council and the UK.
To develop and own a roadmap to bring in “outside in” thinking to help us learn from other sectors to transform our Customer Service experience more quickly/at pace and ensure our Customer Service team deliver on our promises.
To set direction and drive innovative ways of working through Think Customer, to enable results-driven, high-performance sales fulfillment and customer service capability across a more effective multi-channel sales and service operating model.
To prepare for any transition of that operating model into a long-term customer service and operational fulfillment structure as a solid foundation moving forward.
To lead plans for the strategic development of operational requirements, process, tools and technology, to better serve the customer and deliver key service outcomes for customers in line with that roadmap.
To lead and develop a senior operational management team in the implementation of that change and to enhance day-to-day customer experience and improve performance by setting clear accountable performance measures (KPIs).
To lead the monitoring of business performance against the KPIs and the identification and execution of remedial action to ensure these are met.
To act as a catalyst for efficiency, high performance, continuous improvement and innovation across the English & Exams organisation.
To ensure strategic risks and opportunities in all areas of responsibility are managed effectively.
Accountable for benefit realisation for investment-funded transformation and other new projects.
To oversee the day to day running of the existing Customer Management and service business and to drive and deliver incremental improvements in service and sales performance in parallel to the transformation of the organisation in line with a new target operating model.

**Relationship & Stakeholder Management**
Proactively builds and maintains excellent relationships with internal and external stakeholders and partners to maximise business performance.
Champions the voice of the customer at the most senior levels within the British Council
Leads the shift to customer-centricity through personal behaviours and Think Customer activities.
To contribute one British Council initiatives and ensure the Customer Service strategy aligns to our British Council Strategy.

**Resource Management**
With the English & Exams Global Marketing Director and the English & Exams Senior Leadership Team as a whole, ensures the British Council commits to providing appropriate resources and investment for sales and customer management, to enable the achievement of annual and longer-term business objectives.
Delivers efficiency gains through process optimisation, automation and implementation of a new target operating model design and

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